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Exchanges and returns
EXCHANGES AND RETURNS
At Iguana Sell you have up to 30 calendar days since the package was delivered to return or exchange your product, outside this period only repairs will be accepted.
Please be aware that we use our courier for returns. If you wish to use another carrier to return the product to us, you will be responsible for shipping and ensuring its arrival. We do not cover the return shipping fee.
HOW TO RETURN THE PRODUCT
1. As soon as you know that you want to return the product, please contact us. You can do this through the following methods.
2. Once you have contacted us we will make sure to provide you with the shipping labels as well as the invoice of the order. The prepaid labels and the invoice will be sent as attachments in 2 separate PDF files:
PDF 1: Is the actual label that needs to be attached outside of the box in a visible area to be referenced by the carriers. You will see that this document has several pages, please, print them all.
PDF 2: Is the invoice of the order. You must print 3 copies of this document.
All these pages should be included in the envelope outside the box on the visible side, so the customs agents and the courier can have access to them..
If you do not have a printer, you can take it to the closest courier location and they will print it for you. They will also assist you if you have any questions with the box or the shipment.
3. Pack your order correctly, attach a transparent slip with ALL the documents inside (Return label on top) to the box and drop it off or schedule a pick up.
If you do not have a transparent slip you can add the copies inside a normal envelope and attach it to the box with some tape.
HOW TO DROP OFF THE PACKAGE OR SCHEDULE A PICK UP
You can take the prepared box to your closes courier location for them to ship it or you can contact them and schedule a pick up.
You do not need a special account to schedule a pick up, on the options provided when calling, simply say “Pick up” and you will be redirected to the person in charge of the following.
When scheduling pick up, they will give you a time frame and a day. If you require a change in the time frame, simply give them a call to receive a new time and day.
If the courier did not show up on the time frame provided, please contact them so they can provide a solution.
HOW TO PACK
To pack the product, you will require a cardboard box. It does not need to be a new box, you can reuse the one you received with your order, or any other box you have at home.
1. Wrap the product, the warranty and the box in a bubble wrap envelope.If the pen has been inked, please clean it before putting it into its box to avoid ink stains.
2. Pack your product tightly, without leaving empty spaces in the box. If your box is too large it will require an excessive amount of padding to protect it.
3. Seal the box in an H shape at the top and bottom of the box to ensure that it is tightly sealed.
Remove any old labels that the box may have. The new return label should be easy to read and referenced by the carrier.
I HAVE SHIPPED MY PACKAGE, WHAT IS THE NEXT STEP?
Please note that the refund of the payment or the exchange of the order will not be made until we receive your product at our facility.
Once we receive the package we will proceed with the exchange or return.
In case of exchange we’ll provide you with a new tracking number .
In case of a refund, you will receive a confirmation as soon as it has been processed. Remember to allow 2-5 business days (depending on your payment method) to receive your refund.
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